Overview

 

JOB SUMMARY: The Associate Service Delivery Manager position is responsible for delivering our IT managed services to a portfolio of client accounts with the support of a cross-functional team. This role involves helping designDATA safeguard our revenue, retain our clients, grow our accounts, and spearhead projects to modernize client infrastructure.

Responsibilities

ESSENTIAL FUNCTIONS:

Account Management

Manage 8 to 10 client accounts with the support of a dedicated cross functional teamDrive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposalsMotivate clients to adopt designDATA infrastructure and IT offeringsAnalyze clients’ environments and needs regularly to identify new sales opportunitiesMeet with clients regularly to ensure satisfaction with our servicesEstablish and maintain key relationships with our clientsObtain, evaluate, and select quotes from vendors and partners to meet client needsEnsure both the company and clients adhere to contract termsPlan and organize daily activities related to operations and customer serviceCoordinate and manage client equipment acquisition and scheduled maintenanceAct as the client's authorized representative as needed for other technology vendors

Customer Service

Communicate and escalate issues as needed with the senior leadership teamAct as the point of contact for client concerns and escalate issues appropriatelyIdentify and promote opportunities to improve our processes and service deliverySchedule client maintenance periods and downtime with the client and designDATAAct as Incident Manager for issues affecting clients during regular business hoursParticipate in the On-Call Operations Manager rotation for after-hours incidentsClient Documentation to enhance optimal service efficiencyClient Health ManagementClient Retention and Contract Renewals to maintain MRRCBR process adherence and ImprovementsClient Meeting adherence and Improvements

Project Management

Meet with internal subject matter experts and resource managers to plan and staff projectsKeep clients informed, manage their expectations, and drive delivery of their dependenciesKeep our leadership team informed of project status, including new risks and needsManage project pipeline and assigned quota

KNOWLEDGE, SKILLS & ABILITIES: 

Outstanding ability to work both independently and within a team environmentOutstanding communications and customer relations skillsExcellent documentation management skillsStrong and diverse technical skills with a willingness to be hands on as neededProven ability to communicate with both end users and executivesWillingness to go “above and beyond” to exceed customer expectationsEffective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groupsTailors’ communication appropriately within the team, the company, and clientsExceptional analytical and problem-solving skillsWorks well under stress, pressure, and deadlinesThrives on working well with clients and provides exceptional serviceWell-organized, self-directed team player 
Qualifications

QUALIFICATIONS:

Bachelor’s degree in information technology management or related field, preferred3+ years of progressive IT experienceIT management and/or supervisory experience desired but not requiredProven track record managing a diverse technology group in a fast-paced and customer- focused team environmentAttain CompTIA Project+ or other approved Project Management certification within 9 months of moving into this role

 

WORKING ENVIRONMENT:  The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities.  Travel will be required to participate in events or meet with clients and are typically day trips in nature.

 

REASONABLE ACCOMODATION: It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

 

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

 

PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information.

 

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act. 

 

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005

 

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.